Part 2: Verbal Communication (30%)
In this section, you will create a script of a conversation that might take place between you (as the MOA) and a patient or colleague. Your script should demonstrate your ability to use clear, respectful, and professional communication in various situations.
1.Dealing with a Difficult Patient
Scenario: A patient is upset because their insurance has not yet been processed, and they are concerned that their upcoming procedure may be delayed. Write out a script where you calmly address the patient's concerns, gather relevant information, offer assistance, and reassure them that you will follow up.
2.Coordination with a Physician’s Office
Scenario: You need to call a specialist’s office to confirm the date and time of a patient’s upcoming appointment. You will also ask for clarification about the necessary preparation for the procedure. Write a phone conversation script between you and the receptionist at the specialist’s office, demonstrating professionalism and clarity.